CARE ASSISTANT
SVReturns and Refunds
This document outlines the practical process. Your statutory rights are set out in "Right of Withdrawal" and "Warranties".
Three Scenarios, Three Procedures
| Situation | Return shipping costs | Refund timeframe |
|---|---|---|
| You change your mind (withdrawal within 14 days) | You | Within 14 days of receiving your decision; may be withheld until goods are returned |
| The product is non-compliant, damaged, or does not match the order | Us | Upon verification, within 14 days at the latest |
| Error on our part (incorrect item or size dispatched) | Us | Upon verification, within 14 days at the latest |
How to Proceed
- Email sk@nateen.com with your order number and, if the product is damaged, one or two photographs.
- We will reply within 3 business days with return authorization and the shipping address.
- You return the products in their original packaging, with bags unopened.
- Upon receipt, we inspect the items and issue a refund to the original payment method.
Items We Cannot Accept for Return
- An unsealed bag: for hygiene reasons, this is an exception provided by law.
- A product that has been used or damaged by excessive handling.
- A product returned more than 14 days after notifying us of your withdrawal.
If you send us an ineligible product, we will notify you and return it to you; the shipping costs of this second shipment will be at your expense.
Exchanges
We do not offer direct exchanges: we issue a refund, and you place a new order. This is faster and clearer for everyone.
Partial Refunds
If only part of the order is returned, we refund the returned products. Delivery charges are only refunded if the entire order is returned.